Carl Knerr

Vice President of Revenue Operations

Waterfield Tech

Nov 2024 - Current (1 year 11 months)

Lead Revenue Operations and Customer Success strategy across the full go-to-market lifecycle from acquisition through expansion and retention.
- Built and led a RevOps function spanning sales operations, forecasting, CPQ, and CRM, aligning 15 sellers and 9 CSMs across the full customer lifecycle.
- Improved quote accuracy by deploying new CPQ (DealHub) and increased invoice accuracy with improved data quality and process re-engineering.
- Designed and launched a Customer Success function from the ground up.
- Transformation of services offerings, optimizing renewals programs, and improving packaging and positioning of all go-to-market offers.

Vice President of Renewals & Customer Success

Avaya

Jun 2023 - Nov 2024 (1 year 6 months)

Owned retention and growth for all recurring revenue streams (maintenance, subscription, managed services, and private cloud) across Avaya's largest enterprise accounts.
- Exceeded revenue retention plan by delivering 140% of planned net revenue retention, reversing prior-year decline during a period of company-wide restructuring.
- Designed and deployed a tiered customer success coverage model for Avaya's highest-value accounts, improving renewal forecast accuracy and reducing at-risk churn.
- Built a renewals motion aligned to subscription and SaaS contract structures, enabling the CS team to manage a ~$650M book of recurring business.

North American Sales Leader

Avaya

Jul 2022 - Jun 2023 (1 year)

Led North American field sales team responsible for accelerating on-premises to SaaS migration across the installed base.
- Drove a 3x improvement in UCaaS ARR adoption.
- Rebuilt sales motion and pipeline governance for cloud transitions, improving rep productivity and shortening the average migration sales cycle.
- Partnered with Sales Ops and Finance to align quota structures, compensation plans, and forecasting to a recurring revenue model.

Senior Director of Global Channel Operations

Avaya

Apr 2017 - Jul 2022 (5 years 4 months)

Led all commercial and operational aspects of Avaya’s global channel, including offer design, distribution strategy, partner program governance, and channel sales operations across a $3B annual recurring revenue base with 100,000+ active contracts.
- Architected and launched a redesigned global channel program, earning an annual 5-Star rating from CRN.
- Drove the channel to migrate 95% of perpetual licenses to SaaS subscriptions over two years.
- Scaled channel sales operations globally to support $3B in annual recurring revenue across more than 100,000 contracts, building the forecasting, tooling, and governance infrastructure.
- Led a team of 30 people across offer commercialization, channel strategy, and operations t

Director of Global Services Adoption

Avaya

Jul 2013 - Mar 2017 (3 years 9 months)

Owned the go-to-market strategy for Avaya’s services portfolio — including offer design, partner and customer activation, and the quote-to-cash operational process.
- Doubled the customer adoption rate of Avaya’s remote connectivity platform by redesigning the offer structure, simplifying the buying process, and building a targeted activation playbook.
- Led a full redesign of the quote-to-cash process, reducing cycle time and error rates while improving the customer experience from order to invoice.
- Built and launched new services offers in partnership with Product and Finance, resulting in incremental recurring revenue and expanded attach rates.

Director of Global New Product Introduction & Serviceability

Avaya

Mar 2010 - Jun 2013 (3 years 4 months)

Responsible for ensuring all new Avaya product launches were easier to deploy and support by services.
- Removed $50M in annual service delivery costs through systematic serviceability improvements, tooling investments, and process redesign.
- Built the first video-based technical knowledge base in the enterprise communications industry, generating 5M+ views, reducing support ticket volume and escalation rates.
- Led a global team of 100 engineers and project managers.

Senior Manager and Change Agent

Avaya

Oct 2006 - Mar 2010 (3 years 6 months)

- Led a company-wide initiative to transition Avaya’s services and operations organization to agile delivery — improving project throughput and reducing time-to-delivery.
- Owned change management for large-scale process and systems transformations, driving adoption across distributed global teams.

Program Manager

Avaya

Nov 2005 - Oct 2006 (1 year)

Managed multi-site, multi-million-dollar customer deployment programs — responsible for budget, schedule, risk, and stakeholder alignment from kickoff through go-live.

Senior Software Engineer

Avaya

May 2001 - Nov 2005 (4 years 7 months)

Provided 24x7 production support and delivered bug fixes for Avaya’s multi-channel contact center platform in C++ and Java, supporting some of the company’s largest enterprise clients.

Communications Analyst

Duke University Health System

Oct 1999 - May 2001 (1 year 8 months)

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Carl Knerr

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